Complaints

This profile includes complaints for Nest Bedding, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nest Bedding, Inc

  Chico, CA 95928-9208

• 

  Nest Bedding, Inc

  835 San Pablo Ave Albany, CA 94706-1602

• 

  Nest Bedding, Inc

  10399 Old Placerville Rd Sacramento, CA 95827-2506

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Owl Natural Latex Hybrid x 1 ***** Internal ****** Med/Firm mattress in August, 2022. It arrived damaged. Upon initial contact the company suggested we purchase our own repair kit. Upon further interactions, they agreed to replace it. The replacement arrived at the end of October, 2022. Everything on the mattress indicates it is the same mattress; however, the bed is significantly softer and appears defective. When I contacted the company requesting a refund for two consecutive defective mattresses, and appealing to their 365 day "risk-free" period (**********************************************************************************), which states "If an exchange isn't right for you, we understand and we will work with you to return your mattress purchase." They refused, only offering to exchange the mattress topper. We have clearly stated that we believe the mattress is defective and an exchange is not right for us. They continue to refuse to allow us to return our mattress purchase. I have attempted to resolve this with their customer service. They state they have provided an explanation for why they are refusing a return, but none has been given - all they have ever said is that "there is no option for a return and refund for your order," but offer no explanation for why their advertised policy does not apply to my order.

  Business Response

  Date: 03/09/2023

  Damage to the first mattress was brought to our attention by the customer. As we could not determine when this damage occurred, a replacement was granted. Upon receiving the new mattress, the customer did cause damage to the cover when unwrapping the mattress. Per our return policy, damage caused by the customer does void their privilege to return or exchange. That being said, our team does want to work with the customer on their comfort claim, and has approved a comfort layer exchange to assist in their comfort. We do want to assist with making them more comfortable, even if the return and refund is not approved. 

  Customer Answer

  Date: 03/09/2023

  I am rejecting this response because:

   

  The mattress arrived without proper packaging. The box fell apart while opening because it was not taped together. It also did not contain instructions for unwrapping the package. I notified Nest about these problems via email. They were dismissive of my concerns. So, I called them to request instructions for opening it. I followed the instructions their customer service person provided. I stopped shortly thereafter because the instructions were causing the outer layer of the mattress to rip. I sent him photos (attached) via email (see attached transcript). He replied, "After discussing this matter with my supervisor, we would highly advise that you apply less pressure to the mattress and use the tool at an upward angle to slowly cut the plastic." I replied that I was going as delicately as possible and that it was snagging at any angle I used, and requested better instructions. Nest did not respond. So I found a ******* video that showed how to open the mattress. It demonstrated that how to cut through the outer layer, let the mattress unroll, then cut through the inner layer of packaging. 

  Nest refused to take accountability for how the improper instructions that one of their customer service staff and a supervisor provided caused damage to the mattress. I did not include this in the original case because the snags clearly would not impact the core firmness of the mattress. I am requesting the exchange because the core part of the bed is sagging on both sides of the mattress. Based on the documented fact that this damage resulted from their instructions and their own words state that it does not impact the mattress, this is not a valid reason to nullify their exchange policy, nor is it valid to support their refusal to refund a product that has been defective on two separate occasions. That Nest blames me for their actions and is now using that as the excuse to not issue a refund leaves me feeling quite disgusted.

  
  

  Business Response

  Date: 03/13/2023

  We are currently offering the customer a fix for their comfort issues to help with the firmness and support. Due to the damage they caused to the mattress, a refund will not be available however, per our policies. 

  Customer Answer

  Date: 03/14/2023

  I am rejecting this response because:

  This response ignores my documentation that the damage caused was due to the instructions they offered over the phone and via email. They need to take accountability for the role they played in causing this damage. I trusted them as experts in their product, and they provided instructions that damaged it. 

  It also ignores the fact that the problem with the mattress is in the core of the mattress, not with the topper they are offering to replace. Denying a refund for a sagging core because of the minor surface damage depicted in the photos is like denying cancer treatment because the patient got a paper cut while opening their insurance policy.

  
  

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 21, I ordered an Easy Breather pillow. On Jan 30, it arrived. On Feb 13, I submitted a form to return the pillow. ***************************, a customer service rep, responded and asked me if he could send additional filling. I refused twice and asked to start the return process 6 times between Feb *****. I called the customer service line and was hung up on without having spoke to anyone. I tried to online chat with them and ************************* ignored my complaints and redirected me to another online form. I have filled out the online return form at least 6 times with no resolution. I truly believe this company is attempting to run out the time for a return and refuse my return. If this is not resolved, I will be disputing the charge with my credit card company.

  Business Response

  Date: 02/20/2023

  We're very sorry to hear the return request was not being answered. The initial attempt to help with sending more fill was a genuine attempt to assist with the comfort issues. We are looking into what happened with the lack of communication with our agent, but would like to offer our sincere apologies about that. Upon looking into this complaint, we see that ******** has already requested the return label for the customer, following their Live Chat conversation. We hope that resolves all issues, and are here to help if there's anything further! 

  Customer Answer

  Date: 02/20/2023

  I am rejecting this response because: ******** has not sent me a return label as has been claimed. 
  

  Business Response

  Date: 02/22/2023

  Our notes indicate that the team sent over a return label to the email address on file, yesterday. Please check your spam folder, and let us know if you are still not seeing it. We'd be happy to work with you on getting the label to you to complete your return. 

  Customer Answer

  Date: 02/25/2023

  I am rejecting this response because:I have received the label but I will not close this dispute u til the refund is complete. I am skeptical that the company will actually issue a refund due to an underlined portion of ******************* last email .
  

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ********* Signature Hybrid king size bed from Nest Bedding on July 24, 2019 in the amount of $1625.47.I have been having issues with the bed for the past six months and have not been able to reach anyone on their customer service line or their chat line.This bed is no longer giving me the support it used to. It is actually painful to sleep in this bed and I am having neck problems and lower back problems when I do because of it.I was told this mattress had a 20 year guarantee however I cannot contact anyone to discuss this issue.

  Business Response

  Date: 02/06/2023

  We're sorry to hear the customer is having some comfort issues with the mattress. We don't see any record of contact previously, but do see that he was able to get in touch with our team on the same day this complaint was filed. Our team is currently working to assist the customer with this claim, and hoping to help!

  Customer Answer

  Date: 02/11/2023

  I am rejecting this response because: Though I have been communicating with ************************* regarding this issue and have been complying with his requests such as more photos, questions regarding care and sleeping habits and even sleeping with the mattress on the floor without a frame I still dont have a resolution.  Please repair or exchange as I didnt pay all this money for a mattress to sleep on a couch.
  

  Business Response

  Date: 02/16/2023

  Our team is still working through the process of this claim. We need to gather these points of further information so that we can assess what the problem may be. We ask that the customer please be patient while working with our team on this claim. Thank you.

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been having issues with the mattress we purchased and it has progressively gotten worse, ****************************** (now known as Sparrow Series). We called NestBedding and was asked to submit a number of photos to show the lack of support and indentations with the mattress.They responded that they would replace our mattress with a much lower priced (Quail Series). We said thats unacceptable and gave out several reasons which included pointing out that even their website states that the Sparrow is the replacement for the Alexander ********** Please note that these mattresses look very different. We just want the same series mattress we bought as we like the look. The Quail is much cheaper and looks the part.We received communication on Oct 26 that they would replace with the Quail, we said thats unacceptable and wanted the same series as the replacement, not a cheaper one. I have left a number of voice messages and emails with no response. The customer service person that is assigned never picks up the phone. I totally feel they dont care about customer service.

  Business Response

  Date: 11/07/2022

  Hello and thank you for expressing your concerns about our warranty process. The ************************** was a mattress that was all memory foam and was discontinued in October 2021. The mattress that you are refereeing to, which is the *************************** is a foam and spring mattress, which has now been named the Sparrow. The mattress that you are requesting to replace your current mattress is not the same mattress and is not of equal value, which is why the request was initially denied.  The Quail was the recommended replacement since it was closest to the cost and comfort that you paid at the time. After further review, my team will reach out with other alternatives, but the Quail is going to be the most similar to a comfort swap to the mattress you currently own. I have requested our team reach out ASAP. We are seeing you sent in a ticket early this morning, but are not seeing any further emails from you since we last discussed the Quail being the best replacement option. I do see a request was made to get an update around 2-3 days and it has now been 7 since you last emailed. We apologize for the lack of communication. Hope a solution is able to be found. 
  
  

  Customer Answer

  Date: 11/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I am happy to say that Nest Bedding will honor their warranty and provided a solution that satisfies both parties. This issue has been resolved.

  Thank you,

  ***

  
  

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pillow and received delivery of it on August 26th, 2022. Within a week, I contacted nest and asked to return the pillow. I got major pushback. The rep told me to remove some filling and give it some time. I did exactly that and the pillow is terrible. I contacted them again today and they tell me the window to return it has now passed. This is clearly not good. They refused my return when I was within the window!!!

  Business Response

  Date: 10/21/2022

  We're sorry to hear the customer found this to be an unfair practice. The customer reached out shortly after receiving their pillow with a comfort concern. Our team will always try to assist where we can, and made a suggestion for how to make the pillow more comfortable. Our agent did also give further instructions for how to proceed with a return at that time. The customer did not follow through with that at any point during their trial/return period. We cannot be responsible for the customer not continuing the return process within their trial/return period. 

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed from Nest and made sure to print the warranty, as they change. We have multiple springs that are stuck in a pressed down position, all in a single row on the base of the mattress. I jumped through multiple hoops of multiple emails and tons of different irrelevant pictures, including pictures of the sag measuring beyond the required 1", but they simple wrote me and said "Our warranty team said the sag is not enough". No other explanation. Due to the sag being in a row, the fabric sticks up without pressure and glides over the bad springs. Pressure is needed to show this, and perhaps this is the problem. This dip lies in the middle of my back, and I can feel it, even with their foam topper over it and cover over it. I would like them to honor their warranty of either replacing it, or repairing it. I ideally want to exchange it for 2 twin XL mattresses and pay the difference and get the movable bases, which would help their "bottom line". But them doing nothing is against the warranty contract.

  Business Response

  Date: 08/26/2022

  We would like to thank the customer for bringing this to our further attention, and for working with our team on a warranty claim.The photos as submitted are not showing a permanent impression in the mattress greater than 1", without pressure being applied. The 1" threshold, with no pressure being applied, needs to be met for a warranty claim to be granted. If the customer can show this threshold being met, either now or with further use of the mattress, we will gladly replace or repair their mattress as needed. We would like to offer our sincere apologies for our agent not providing a further, thoughtful explanation of this decision, and would encourage the customer to please work with us further if seeing any increase in the impression beyond 1". 

• Initial Complaint

  Date:08/16/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with Nest Bedding about a mattress problem for a prolonged period of time to no avail. I have been interacting with customer service for months with *******... and his position keeps changing contradicts his earlier position. He ultimately agreed to send a replacement firm mattress. However, we had a medium firm mattress that worked well for a relatively long period of time. Therefore, that's what I requested. But, now it appears we are playing games and wavering on his position. nest doesn't seem like a reputable company, since they are reluctant to honor their guarantee. I see other comparable problems with other complaints filed against their company.

  Business Response

  Date: 08/17/2022

  The customer had written in after experiencing some comfort issues on the mattress. Our **************** team member worked with the customer to review what may be the issue. After reviewing photos of the mattress and foundation, it was determined that there wasn't any defects in the mattress, and that the foundation was offering adequate support. Although the customer is outside of their trial period, and the mattress does not meet warranty requirements, our team still offered the customer a free replacement insert to address the customer's comfort issues. This was offered to the customer as a courtesy, and they were given the option to choose between Medium or Firm. This seems to be where some of the confusion lies, in the choice between Medium or Firm. The offer itself has remained consistent, but the customer does have a choice between firmnesses. After reviewing the correspondence, a replacement mattress was never offered. We are sorry for any confusion on that, but we are still looking to help! We hope the customer can continue to work with us on the solution of a replacement insert!

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that we will accept the offer for the bed insert, although we disagree with several statements made in their original reply to you.  We will gratefully accept and try the insert, but still contend that we have adequate indentations in the mattress to expect a complete replacement.  NEST offers a lifetime warranty against indentations of 1 inch or greater.  It is not easy to see in photos and it is unfortunate that they will not be able to personally view it to make a decision, but we contend that the mattress did not hold up as they stated it would.  We have attached two pictures of the mattress, although as stated, it is not easy to determine the degree of the dent.  We are disappointed that it took this level of complaining before any action was taken by NEST. 

  Respectfully submitted...

   

  ***********************